DNS Europe provides Basic (free) and Premium (chargeable) support:

Basic Support

Basic Support represents all Support activities DNS Europe considers its default responsibility and we carry out this support for free. DNS Europe aims never to undertake any chargeable activity without your explicit authorization except when absolutely necessary to resolve an emergency service-affecting issue, so please feel free to ask us to assess an issue or question that you might have.

Included support services are limited to:

• Installation state functionality - All out-of-the-box functionality is warranted for free support. It is our responsibility to support functionality equivalent to that of a newly provisioned Cloud Server, and to demonstrate that functionality works with an example set-up. It is not our responsibility to get your specific set-up operational.
• Issue triage and basic investigation - we will look into your issue and identify the issues and recommend actions and solution, including Paid Support.
• Hardware related issues - If the problem is caused by hardware it is entirely our responsibility.
• Networking and Connectivity Issues - If problems are caused by our network, it is our responsibility.

Any other support activities will be charged on a per incident basis at our standard support rates.

Premium Support

DNS Europe is unable to cover all areas of Support for free.

Premium Support is our chargeable support services and gives those who need it access to our technical experts for a fee. Even if you are an experienced system administrator you can put the strength of DNS Europe's technical team behind your business.

Premium Support Services are charged on a per incident basis at our standard support fee of either £35 or £55 per hour (30mins minimum), depending on the nature of the issue and the seniority of support agents required during the resolution process.

Apart from emergency service-affecting issues, we will provide customers with a support estimation (time and cost) before we begin chargeable works. If additional time is later found to be required, we will provide customers with an estimate update and seek approval before proceeding.

Our support team will try and help with anything directly related to our services.

Example areas of Premium Support are:

• OS troubleshooting/reinstallation
• Control Panel troubleshooting/reinstallation
• Apache/IIS troubleshooting/reinstallation
• DNS troubleshooting/reinstallation
• Mail Server troubleshooting/reinstallation
• FTP troubleshooting/reinstallation
• MySQL/MSSQL troubleshooting/reinstallation
• SSL troubleshooting

Please see our Terms and Conditions for more details.